Service Standards

STANDARDS OF EXCELLENCE

Member & Guest Interaction Be courteous and cheerful at all times. Long hours of tedious work sometimes make this a challenge, but remember the member is our reason for being here. It is expected that you:

 Greet every member, guest and fellow employee with a smile and personalized greeting  Be polite and courteous to everyone  Promote golf at the Club, encourage people to play another nine holes, to enter the next event, sign up for lessons, etc.  Behave as ladies and gentlemen, especially when playing golf  Do not be self-centered. Members want to talk about their games first and hear about your game last.  Do not ignore anyone or play favorites. We must treat all members equally.  Do not complain – we want to create a pleasant and positive atmosphere, not a depressing and negative one.

Enthusiasm 

Smile! It should take place at all times…it is the universal languag e  Greet every member or guest with enthusiasm and a positive attitude, always anticipating how you may serve.

Attention to Detail  Cleanliness – We are all responsible!  Golf Carts and Push Carts – Showroom ready at all times.  Always stay on the lookout for any trash or debris and dispose of it.  ALL areas of the club will be kept neat and orderly at all times. Never assume that a member will not see the “back of the house” areas.  Anything for a member should have a manila tag with complete information. Anyone should be able to look at the tag and know what is going on with each item.  Merchandise should be folded neatly and displayed with logos stacked on top of one another. Provide Accurate Information  Communication – Providing correct information to members, guests and fellow staff by staying current on email correspondences, memos and the Program of Instruction is vital to successful communication.  Managerial coaching is intended to enhance your performance.

Well Groomed  Personal Grooming and Cleanliness  Pressed Shirt  Pressed Shorts/Pants

Golf Operations Standards Manual

8 August 2023, Rev 02 Page 4